Peopling Marketing, Organization, and Technology

5 Designing “Dramatic Experiences” in Museums

DOI: 10.4324/9781315661421-5

Scholars in marketing and consumer research often assume that designers and managers produce the atmosphere of these spaces and provide resources, such as glass showcases for the display of objects, interactive technologies, and so on, for people to have “memorable experiences” (Pine and Gilmore 1999). The underlying argument is that the qualities of people's experiences in shopping and retail environments or in museums are prefigured by the work of managers, designers, and curators. Once these “servicescapes” (Sherry 1998) have been opened to the public they impact people's experiences of them. Plenty of research explores how design features and the use of “stimuli” ...